Official Vodafone Complaints/Query Thread

juno

Lee, I've sent you a new email #12763427.

ricardinho88

I've got an issue with Vodafone and I need it resolving asap.

Early last year I contacted them and paid off the remaining balance on my contract so I could join another provider. Their 'customer service' is absolutely disgraceful so I decided to seek pastures new.

A few months passed and I noticed that Vodafone were still active on my credit report, despite me paying off my contract months earlier (but for a very small amount, I think it started at £8). I contacted them and after speaking to countless clueless 'advisors', they came to the conclusion hat they were still charging me for sending me paper bills, despite me no longer being a customer of theirs! They promised They'd cancel the charge and remove it from my credit report, and they also said they'd send confirmation via email.

Of course, no confirmation was sent. Instead, I have to wait for my credit report to refresh every month to check if they've rectified the problem, and they STILL haven't. I've genuinely lost count of how many times I've spoken to them about this issue, and each and every time they've told me they will rectify the problem but they never do.

This last month, Vodafone is now showing as a 'Late Payment' on my credit file and I'm pretty sure it has just turned into a default. It feels like there is nothing I can do, because Vodafone promise they'll sort the issue every single time but they never do! I've already sent one letter of complaint using resolver, and I've escalated it today due to yet more lack of contact from them, I'm just completely exasperated!

ricardinho88

By the way, the reference number for my email is WRT135 [#12771645]

donal_f

I applied for the Vodafone £20/month deal from last week's newsletter the day I received it. It was for 20GB/month with unlimited texts/calls and Spotify (or alternative service).

I got the SIM on Friday. Since then it's a disaster.
- I've had a few issues with the website being partially down or not working. You get multiple confusing emails!
- I got my first bill for £40 per month instead of £20
- No sign of my email or text to get Spotify
- WiFi Calling won't work on my iPhone
- Can't get WiFi to work on London Underground.

I've already spent over an hour on the phone over two calls on Sunday and today. Got passed from pillar to post. Each subsequent person asks for your number again and goes through security!

The guy on Sunday told me he sorted the £40 rate and Spotify and I'd get confirmation on both within the hour. Still nothing. On today's call they said it's sorted again - let's see if anything happens.

Haven't even asked about the WiFi calling or London Underground WiFi yet! To be honest, I'd cancel if my mobile number hadn't migrated over from EE this morning.

Its a great deal - but Vodafone are really bad!

mobilejunkie

Really? Haven't you learned yet?

It won't be sorted. You'll get more of the same (and worse) every time you call. Vodafone's attitude is well known and has been for years - and they are getting worse. Don't expect to view your bills any time soon (I mean months, not days or weeks - and quite possibly ever).

Follow the advice on here, though even the WRT are now struggling to get wrong the blocks Vodafone have in place.

donal_f

Thanks MobileJunkie. So, should I just give up now while in my 14 day cooling off period and cancel?

CraigWW

mobilejunkie wrote: »

Really? Haven't you learned yet?

It won't be sorted. You'll get more of the same (and worse) every time you call. Vodafone's attitude is well known and has been for years - and they are getting worse. Don't expect to view your bills any time soon (I mean months, not days or weeks - and quite possibly ever).

Follow the advice on here, though even the WRT are now struggling to get wrong the blocks Vodafone have in place.

I couldn't agree more, I'm still having an ongoing battle with Vodafone over their mistakes and realise they don't value their customers in the slightest.


I've posted all my chat logs etc on their own forums which show the Live Chat advisers repeatedly lying to me and one even tell me that Vodafone have "absolutely" breached contract, in the hope that they'll actually take notice but I'm not hopeful. I've now been told that my phone will be working again by 4pm tomorrow at the latest but I'm willing to take bets it won't be.

mobilejunkie

donal_f wrote: »

Thanks MobileJunkie. So, should I just give up now while in my 14 day cooling off period and cancel?

Well, I leave you to judge after reading through all the complaints stretching back for years on here. I would point out though that your first bill would be higher anyway as it covers the pro-rata period from connection to your first bill date as well as a month in advance. It shouldn't be double though - unless you vastly exceeded your por-rate allowance before the first billing date (I never use a new contract until I'm past the first billing date).

A_Flock_Of_Sheep

Every new customer should take advantage of the 14 day cooling off period and send their handsets and/or SIMs back and go elsewhere.

You may have had an "amazing deal" but the catch is the lack of any credible customer service.

jigglycaliente

Good luck with cancelling within the cooling off period! I cancelled on 9th October and it took 9 long phone calls to get the return bag sent to me in December. They were still charging me for the extra line in January and when I reported this, they cancelled the wrong number. I've not had a phone service since Jan 29th.

In summary, damned if you do, damned if you don't! sadly we only read these forums when we've committed.